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UDC service problems



 
 
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Old February 7th 09, 12:45 AM posted to rec.sport.unicycling
Serious Juggling
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Default UDC service problems

Dear unicycle community,

We are going to share with you a bit of our recent experiences with
UDC in order to solicit other comments and to hopefully come to some
sort of resolution.

We tried to place an order online at UDC Friday January 30th, but
could not because rail adaptors were not back on their website. (We
actually tried to order the rail adaptors about a month before but Amy
had to refund our credit card after they had already charged for them
because UDC did not actually have them.) That same day in a call to
UDC we were told the rail adaptors were indeed now in stock and to
order by phone because the UDC server was acting oddly. We also
informed Amy that we have been getting bounce backs from UDC the last
2 orders. She has not cared to address this in any manner. We called
on Saturday and left a message for UDC to call us Monday but heard
back from no one.

On Monday we called UDC to order and were told we had to order by
computer. Late Monday evening we ordered online and had to make big
notes (because they often mess up) to add the rail adaptors as they
STILL were not up on the site. We had to order using a Windows 98
machine because our main computer is down (we told UDC of this, and
that email was not easy for us to read right now).

We ordered ground shipping and saw a shipping value of approximately
$30. The next day in our afternoon we were able to login into a web
based email server and saw a UPS Quantum view notification that said 2
DAY AIR. Our first thought was that UDC had shipped 2 day because not
unlike in the past, they felt bad about having delayed our shipment
several days. We called immediately to say it was not what we ordered
and never received a call back. We sent an email and never received an
email back. We tried to fax the fax number advertised on UDCs site and
found out the next day that it is only valid during UDC business
hours. We received a second set of emails because a human at UDC had
to enter our rail adaptors and use second day air. Amy was not in on
Monday yet she is astoundingly confident in her company's lack of
responsibility for this issue. She would rather stick one of her
largest customers with a $200 shipping bill (a difference of
approximately $170).

We never have supplier orders ship by air. However in our experience
UDC has been VERY CASUAL TO SHIP AIR for cheap parts they have
forgotten in our orders even when we have insisted air is not
neccessary.

In our 15 years of business we have not dealt with any other company
that makes as many errors as UDC. It has actually become somewhat of a
joke here locally. Amy has told us that they have made so many errors
that they resort to writing the person responsible's name in chalk on
the wall at UDC. Early on in our dealings with UDC we were part of a
group of people who received emails asking for our credit card number
that was a result of some sort of hack on UDC's end. Sadly due to the
frustration and for our peace of mind we for some time now deal with
alternate and sometimes more direct sources for unicycle/bike parts.

We have tried to order a model of Kris Holm unicycle only to be told
that not many fit in the container because they were kicked out by
Nimbus (UDC house brand) products. The remaining KH unicycles were
being kept by UDC to be sold themselves. We have had people so
frustrated by UDC that they have gone to Canada and UK to order items.

We used to like dealing with Amy, but our opinion of her has slowly
degraded into one of overconfidence, arrogance and hypocrisy. She did
not care to hear about the situation and would not allow us to speak.
UDC has been soliciting feedback about their service. And we were
astounded by her statement of "bring it on."

We have been selling unicycles in our retail store and online for 15
years now (long before UDC ever existed). This is a bit of an appeal
to people like Kris Holm, Florian Schlumpf and others to end their
monopoly distribution through UDC, or to our mutual friends to talk
some sense into Amy.

In our opinion a goal of 10 "million dollar companies" is also not a
very "christian" value. Especially when the one you currently have is
causing others harm.

Sincerely,
Ben Schoenberg
Serious Juggling
http://www.seriousjuggling.com
503-233-2577
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